IT OPERATIOINS
3003 N Central Ave Phoenix, AZ 85012

Salary: $23.2692 HRLY/$48,399.94 Salary 

Grade: 20

Closing Date: May 8, 2025

Under general supervision, this Desktop Support Technician will have varied and complex technical assignments providing Level 2 support of the DCS local area and DES Wide Area networks for the Desktop Support Team.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

• Perform varied and complex technical assignments providing support of the DCS local area network and DES Wide Area Network devices in the Desktop Support Team Unit.
  
• Provide PC hardware, software troubleshooting, problem solving, network connectivity, distribution of hardware and software upgrades, virus detection and elimination, setup and configuration of PCs to the network. Create images and image workstations for distribution. Maintain workstations/server application security which includes virus definitions, encryption, and OS patches. Troubleshoot and support printers and multifunction printers.
• Ensure successful day to day operations and related networking technologies, including timely response to incidents. Demonstrate the ability to maintain a customer-service focus and attitude at all times. Document support issues/resolutions in Service Desk. Convey user feedback to DCS group.
  
• Make educated decisions based on support requirements needed to provide the most efficient service possible to all DCS offices statewide. Statewide responsibility with travel and overnight stays are required. Travel to various geographical DCS locations.
  
• Advise supervisor of equipment and software needs; frequent contact with field users.
  
• Other duties as assigned as related to the position.

Knowledge of:

• Vendor technologies, in-house developed applications and client computing hardware including, but not limited to;
  
• Personal Computers
  
• Functional characteristics and capabilities of operating systems for Windows
  
• Functional characteristics and capabilities of the hardware
  
• Wireless networking functionality and capability
  
• Network functionality and capability
  
• Functional characteristics and capabilities of desktop/laptop support and troubleshooting
  
• The principles, capabilities and operation of network and communication devices such as servers, routers, intelligent hubs, and gateways

Skills in:

• Customer service
  
• Interpersonal, written and oral communication skills
  
• Basic troubleshooting  in computer hardware and software
  
• Using software utilities and monitors
  
• Network planning and implementation
  
• Installation and configuration of desktop / laptop hardware software and peripherals in a networked environment

Ability to:

• Balance, prioritize and organize multiple tasks.
  
• Work collaboratively in teams and across organizations
  
• Synthesize feedback and adjust plans accordingly
  
• Build strong relationships inside and outside the organization
  
• Develop and write technical documentation
  
• Install and repair PC hardware & software installation
  
• Respond promptly to customer needs; takes a customer-centric approach to problem solving; solicits customer feedback to improve service; respond to requests for service and assistance; meets commitments
  
• Identify opportunities for use of solutions to improve efficiency and reduce waste
  
• Focus on solving conflict; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to others' ideas and try new things
  
• Work within guidelines of established methods; obtain, clarify and provide information within established parameters
  
• Prioritize and plan work activities; set goals and objectives; use time efficiently; communicates activities and results as appropriate
  
• Regularly provide specific instructions to complete tasks; regularly participate in reviews of assigned and completed tasks
  

Associate’s degree plus 1 – 3 years of experience in desktop support (or equivalent experience preferred)

A+ Certification Preferred.

The ability to secure and maintain an Arizona Fingerprint Clearance Card and the ability to secure and maintain clearance from the DCS Central Registry.

This position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona provides an excellent comprehensive benefits package including:

• Affordable medical, dental, life, and short-term disability insurance plans
  
• Top-ranked retirement and long-term disability plans
  
• 10 paid holidays per year
  
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
  
• Sick time accrued at 3.70 hours bi-weekly
  
• Deferred compensation plan
  
• Wellness plans
  

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Positions in this classification participate in the Arizona State Retirement System (ASRS). Enrollment eligibility will become effective after 27 weeks of employment.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-255-3141 or by email at ADA@AZDCS.GOV.   Requests should be made as early as possible to allow time to arrange the accommodation.  Should you have any further questions regarding the interview process you can reach out to a member of our recruitment team at 602-255-2903 or by email at recruiting@azdcs.gov.  The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.